If you’re on an eligible plan or have eligible extras in your plan, you may be able to upgrade or replace your device. You can check your plan and contract details in the My Telstra app or My Account.
For products you buy from us, you have legal rights known as Consumer Guarantees. This includes a guarantee that those products will be fit for purpose, safe, durable, acceptable in appearance and free from faults for a reasonable period of time having regard to factors like the type of product and its cost. Consumer guarantees apply regardless of any manufacturer’s warranty or Telstra policies and can apply even after the manufacturer’s warranty has ended.
You’re entitled to a solution if a product doesn’t meet a consumer guarantee. Where a product is faulty, the solution will depend on the type of fault and whether that fault is ‘major’. For more information about what constitutes a ‘major’ fault, consumer guarantees and your return rights, please visit our page on faulty products – know your rights.
Check your plan or plan’s extras to find out more
If you added Upgrade & Protect when you purchased your device on an eligible device payment contract, you may be eligible redeem an upgrade or replacement device at any time during your device repayment contract. You can check to see if you have Upgrade & Protected as an extra in the My Telstra app or My Account. You’ll need to return your device, pay a redemption fee based on its condition and purchase the upgrade or replacement device on a new device payment contract.
Important: If you don’t return your old device, you'll incur early termination fees for the device. Refer to the full terms and conditions in Our Customer Terms and the Critical Information Summary you received before you signed up for Upgrade & Protect.
Can I add Upgrade & Protect to my plan?
Handsets and tablets that are on a Device Payment Contract (DPC) and have a mobile or data plan added are eligible for Upgrade & Protect at the time of purchasing the device
If I upgrade my device, will I still be charged my Device Payment Contract?
No, the Device Payment Contract (DPC) for your returned device will be paid by our nominated second-hand device vendor if you:
- Return your device to our second hand device vendor within 14 days of receiving your upgrade or replacement device if you redeemed online, or immediately if you redeemed in-store
- Pay the applicable redemption fee based on the return device condition
- Purchase the upgrade or replacement device on a new 24 or 36 month DPC with a consumer month-to-month mobile or data plan
- Your monthly Upgrade & Protect, device payment and mobile or data plan fees are not overdue
Do I have to pay for postage when returning my device?
If you request an Upgrade and Protect redemption online, you’ll be provided with a pre-paid satchel to return your old device to the second-hand device vendor nominated by Telstra. Shipping fees may apply for the delivery of your new device.
I’ve purchased my device outright. Can I take up Upgrade & Protect?
No, you’ll only be able to add Upgrade & Protect at the time you purchase a device from us on an eligible Device Payment Contract (DPC).
I’ve signed up for a new Device Payment Contract. Will Upgrade & Protect automatically be applied to my new plan?
No, you have to add Upgrade & Protect at the time you purchase the device on the new Device Payment Contract (DPC). It cannot be added later or during the DPC term. Upgrade & Protect automatically ends at the end of your DPC or when you make a redemption and enter a new DPC for an upgrade or replacement device.
I’ve changed ownership of my mobile plan. Will I have to transfer Upgrade & Protect as well?
No, Upgrade & Protect is tied to the Device Payment Contract (DPC).
From 1 July 2020, StayConnected Advanced will no longer be available for new consumer customers. StayConnected Advanced will continue to be available to Small Business customers.
If you took up this extra before 1 July 2020, StayConnected Advanced can be redeemed as per the existing terms of this service. You can check to see if you have this extra in the My Telstra app or My Account.
You can redeem StayConnected Advanced online, over the phone or in-store. For more information, you can read the Critical Information Summary.
Important: You must return your previously registered device to us within 14 days or you’ll incur non-return device fees. Refer to the conditions set out in the Critical Information Summary you received when you signed up for StayConnected Advanced.
Telstra StayConnected app
If you have StayConnected Advanced as part of your mobile plan, the Telstra StayConnected app lets you back-up and restore up to 10GB of contacts and photos. If your phone is lost or stolen, you can also track its location via GPS.
How do I replace my mobile with StayConnected?
The easiest way to replace your damaged mobile is to lodge a request via the Service Request Portal.
You can also lodge a request in My Account:
- If you have more than one account, you’ll need to select the relevant account from the blue bar at the top of the screen
- Select Manage plan and allowances
- Scroll down to Features and select Manage next to StayConnected and follow the prompts
Contact us if you’re having trouble lodging a request.
Good to know:
- We usually ship your replacement mobile the next business day after your request is received
- We ship it to the delivery address you prefer, e.g. home, work, or your local Telstra store
- If your mobile hasn’t been lost or stolen, and you don’t return it in 14 days, you may incur a non-return fee.
Important: Mobile Lease and Swap Assure was offered until 25 June 2019 and is no longer available to new customers. If you’re still on a Mobile Lease plan and added Swap Assure on the same day as you entered your Device Lease Contract and Mobile Lease plan, you can continue to request redemptions you’re eligible for. You can check to see if you have Mobile Lease and Swap Assure in the My Telstra app or My Account.
If you’re on a Mobile Lease plan, you’ll be eligible to upgrade your device for a fee depending on the condition of your device and how far you are in your 24-month contract. For more information, you can read the Critical Information Summary.
If you have Mobile Swap Assure, you can replace your phone at any time regardless of damage when you pay the one-off fee of $190 and take up a new eligible 24 or 36-month phone and mobile plan. For more information, you can read the Critical Information Summary.
Important: If you don’t return your old device, you will incur fees. Refer to the conditions set out in the Critical Information Summary you received when you signed up for Mobile Swap and Lease.
Important: New Phone and Tablet Feeling is not available to new customers that take up any mobile or tablet plans on and from 14 January 2020. If you still took up this before 14 January 2020 extra, you can continue to redeem it as per the existing terms for these services. You can check to see if you have this extra in the My Telstra app or My Account.
Existing eligible customers can redeem New Phone and Tablet Feeling by returning their device in good working order (within 14 days of receiving the new device), paying the applicable redemption fees and taking up a new month-to-month mobile or tablet plan with a new device repayment contract during the last 12 months of their device payment contract.
For example, if you’re on a 24-month device payment contract, you’ll be able to redeem after 12 months. If you’re on a 36-month contract, you’ll be able to redeem after 24 months. For more information, you can read the Critical Information Summary.
Important: If you don’t return your old device, you will incur fees for the non-returned device. Refer to the conditions set out in the Critical Information Summary you received when you signed up for New Phone and Tablet Feeling.
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